Poor service

I am disgusted with the poor service I received from Capitec bank. I have a loan with the bank and included is credit insurance. The National lockdown due to Covid19 has caused a loss if income. Not willing to stand in long queues which could lead to Covid19 infection, I sent numerous emails since April 16, to customer care and to the credit insurance department. I received a response from Kwanele Sonjica on 22 April indcating that I would be contacted within 48 hours to assist with my claim. Today is the 4th of May and I am still waiting for a response from Capitec Bank. This is totally unacceptable because it has a negative affect on my credit score.